Description
Job Title: Client Support Agent
About Bankwell:
Bankwell is a commercial bank with more than $3 billion in assets that serves the banking needs of businesses and individuals. At Bankwell, we pride ourselves on our unique ability to bring you high touch, high quality banking with the expertise and dedication of our experienced team of professionals. When it comes to business, our deep industry knowledge, flexibility and innovative treasury and financing services enable us to find the right solutions for our business and commercial clients. We’re passionate about giving back and are actively involved with many not-for-profit organizations that help shape and improve the lives of others. We’re dedicated to giving our time and talent to support the communities we serve. More about Bankwell can be found at www.mybankwell.com.
Summary of Position:
As a Client Support Agent, you will be the voice of Bankwell, assisting customers with account questions, technical issues, fraud concerns, and general banking inquiries. This is more than a typical call center role—we’re looking for thoughtful problem-solvers who can deliver exceptional client experience while staying alert to risk and compliance requirements. A key part of serving our clients is actively listening to their needs and understanding our full suite of products and services, so you can confidently offer the right solutions at the right time. You’ll work remotely from your home office, supported by a collaborative and forward-thinking team.
Responsibilities include:
- Respond to inbound customer inquiries via phone, email, and chat with professionalism, empathy, and efficiency.
- Resolve issues related to accounts, transactions, digital banking, card services, and general product questions.
- Identify and escalate potential fraud, security, or compliance issues in accordance with training and policy.
- Deliver accurate, clear, and client-friendly information in a manner that reflects Bankwell’s tone and values.
- Navigate multiple systems to document interactions and research customer issues in real-time.
- Maintain up-to-date knowledge of bank products, services, procedures, and regulatory requirements.
- Meet or exceed performance metrics for quality, response time, customer satisfaction, and compliance.
- Contribute to a culture of continuous improvement by providing feedback on tools, workflows, and processes.
- Contribute to our team’s ongoing development by updating, improving, and maintaining our Knowledge Base, New Hire training program docs, AI powered service tools, contact reporting, etc.
Requirements
Qualifications & Skills:
- 3 years of experience in a customer service role
- Comfortable working independently in a remote setting, with strong time management and self-discipline.
- Excellent written and verbal communication skills with a keen attention to detail.
- Strong technical skills; comfortable learning and navigating multiple systems and tools simultaneously.
- Familiarity with digital banking platforms and basic cybersecurity best practices is a plus.
- Experience identifying and escalating risk-related issues such as potential fraud or unauthorized access.
- A quiet, dedicated home office space with a reliable high-speed internet connection is required.
Nice to Have:
- Experience in banking, fintech, or another regulated environment.
Work Environment & Schedule
- Fully remote role; applicants must reside in and be authorized to work in the United States.
- Must have a private and professional home office setup suitable for taking calls and working uninterrupted.
- Shifts may include daytime, evening, or weekend hours depending on business needs.
This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees are expected to perform tasks assigned by supervisory personnel, regardless of job titles or routine job duties.
Bankwell is committed to a policy of Equal Employment Opportunity and will not discriminate against any applicant or employee on the basis of race, color, religion, sex, sexual orientation, national origin or ancestry, age, physical or mental disability, veteran or military status, marital status, or any other legally recognized protected basis under federal, state or local laws.
Applicants with disabilities may be entitled to reasonable accommodation under the terms of Americans with Disabilities Act and certain other state or local laws. Please inform Bankwell’s Human Resources representative if you need assistance completing any forms or to otherwise participate in the application process.
All employees are responsible for complying with banking regulations that apply to Bankwell. This includes, but is not limited to, adhering to the BSA and various consumer protection regulations, and complying with OFAC sanctions. Employees are required to complete compliance training and follow policies and procedures for applicable regulations based on their role. An employee’s failure to comply with banking regulations will be individually reviewed and assessed. The result of non-compliance may impact job performance ratings and may be serious enough to require termination of employment.
Salary Description
$50,000 - $60,000
